HOTEL MANAGEMENT AND OPERATIONS

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H O T E L M A N A G E M E N T A N D O P E R A T I O N S

f o u r t h e d i t i o n

Edited by

Denney G. Rutherford, Ph.D.

Endowed Chair Emeritus

School of Hospitality Business Management Washington State University

Michael J. O’Fallon, Ph.D.

Hospitality and Tourism Management College of Business

James Madison University

JOHN WILEY & SONS, INC.

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H O T E L M A N A G E M E N T A N D O P E R A T I O N S

f o u r t h e d i t i o n

Edited by

Denney G. Rutherford, Ph.D.

Endowed Chair Emeritus

School of Hospitality Business Management Washington State University

Michael J. O’Fallon, Ph.D.

Hospitality and Tourism Management College of Business

James Madison University

JOHN WILEY & SONS, INC.

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This book is printed on acid-free paper.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as per- mitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 750-4470, or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, e-mail: [email protected].

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Library of Congress Cataloging-in-Publication Data:

Hotel management and operations / edited by Denney G. Rutherford, Ivar Haglund, and Michael J. O’Fallon. — 4th ed.

p. cm.

Includes bibliographical references and index.

ISBN-13: 978-0471-47065-6 ISBN-10: 0-471-47065-1 (pbk.)

1. Hotel management. I. Rutherford, Denney G., 1942– II. Haglund, Ivar.

TX911.3.M27H663 2007

647.94068—dc22 2005011811

Printed in the United States of America

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The fourth edition of Hotel Management and Operations is hereby dedicated to all of those hospitality students who have enriched the lives of their guests by continuing to learn beyond their formal education. It is these professionals who constantly strive to find even better ways to give the gift of friendship. All the best to you.

D.G.R. and M.J.O’F 2005

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